Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees
(2009)
Journal Article
Thirkell, P., Rod, M., Ashill, N. J., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338-350. https://doi.org/10.1108/08876040910973440
Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on se... Read More about Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees.